Who’s the Customer?
February 18, 2014
“If you ask your board, ‘who are your customers?’, you are likely to hear a lot of comments and no consensus.” That’s what I heard a speaker say to a group of association leaders last summer; and it has set me on a course of asking different groups this question: “Who is/are the MHSAA’s customers?” We allow respondents to allocate up to 100 points so they can give weight to their responses. Here’s what I’ve learned so far.
The board of directors of the Michigan Interscholastic Athletic Administrators Association (MIAAA) rated athletic directors as the top customer of the MHSAA (by a wide margin), followed in order by student-athletes, coaches and officials.
By an even wider margin, the MHSAA Student Advisory Council named student-athletes as the MHSAA’s top customer, followed by athletic directors and coaches tying for a distant second, and officials an even more distant fourth.
And the MHSAA’s governing body, the Representative Council, agreed that student-athletes are the top customer. Athletic directors were second, coaches third and officials fourth.
I suppose that when we ask audiences of coaches or officials or principals or others who they believe is or are the MHSAA’s customer(s), there will be some variation in the order of things. But I think we can already discern a comfortable pattern so far: everyone puts a premium on student-athletes. And that’s as it should be.
The MHSAA is unique among the state’s educational groups – we’re not an association of school boards only, or superintendents only, or principals only, or athletic directors or coaches or any other single group. We’re an association of schools, undertaking to represent all those groups and student-athletes themselves.
The Power of the MIAAA
March 15, 2018
Athletic directors from all corners of Michigan are gathering this weekend for the annual conference of the Michigan Interscholastic Athletic Administrators Association. This MIAAA might be the most powerful organization of its kind in the USA.
The MIAAA is powerful in its professionalism, in its commitment to ongoing professional training for its members.
Michigan has ranked consistently among the top states in the number of NIAAA Leadership Training Courses completed by interscholastic athletic administrators. The MIAAA attracts a higher percentage of its members to its annual conference than most states. And the MIAAA also conducts a smaller workshop for its members in late June and a leadership academy especially for newcomers to the profession early each August.
The MIAAA is powerful in its partnerships, most of all in its connections to the Michigan High School Athletic Association. Most of the MIAAA’s board meetings are in the MHSAA’s facility. The majority of the MHSAA’s Representative Council are MIAAA members. Many MHSAA staff participate in MIAAA programs, and many MIAAA members serve on MHSAA committees. There is a powerful synonymy as we pull in the same direction to serve school sports in Michigan.
This winter, as we watched a member school go off the rails over a transfer student’s eligibility, we were given a reminder of the power of professionalism and partnerships in the conduct of both personal and corporate affairs. While poison spewed from that school and two celebrity attorneys, the MHSAA kept a low profile and stayed on the high road. We worried less about defending ourselves and more about encouraging others to defend the policies and procedures they had adopted for school sports in Michigan. As usual, the MIAAA and many of its individual members led the effort.